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Question 1:

DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

Select and Place:

Correct Answer:


Question 2:

DRAG DROP

The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Select and Place:

Correct Answer:


Question 3:

DRAG DROP

An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

Select and Place:

Correct Answer:


Question 4:

From a Customer Success perspective, which reason to monitor your customer\’s health is the most important?

A. It provides the opportunity to address any changes in the customer\’s experience or actions around the solution

B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

C. Understanding your customer\’s health directly enables renewals

D. It gives the customer valuable insight so they can automatically renew critical on time

Correct Answer: C

Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/


Question 5:

What are two barriers of adoption in an organization? (Choose two.)

A. new product sales motion

B. lack of knowledge on solution

C. organizational announcements

D. implementation issues

E. hiring practices

Correct Answer: BD


Question 6:

In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

A. Document the session, stakeholder interests, and metrics for leadership

B. Create a success plan to be reviewed with the customer at the next review meeting

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

Correct Answer: B


Question 7:

Which list of components of a Customer Success Quarterly Success Review is common?

A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Correct Answer: B


Question 8:

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. KPI that will be improved by the new product solution

B. current existing products that are being displaced by the solution

C. current configuration guide of the product solution

D. product use case that will achieve the desired outcome

Correct Answer: D

Reference: https://sixteenventures.com/improve-adoption


Question 9:

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. No action is necessary as long as the health index is green

B. Observe the online image of the customer

C. Review and update the success plan for ongoing activities

D. Manage the service issues and escalations

E. Join the sales and marketing strategy meetings

Correct Answer: AC


Question 10:

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Contact the services team and request that they reach out to the customer to address the solution

B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Correct Answer: C


Question 11:

Which of these is included in a success plan?

A. confidential customer information

B. customer business outcomes

C. customer HR processes

D. services cost

Correct Answer: BD


Question 12:

Your customer\’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A. increase in new subscribers or increase in end users

B. number of incidents reported or number of compliance issues

C. reduction in headcount or operational support costs

D. customer and employee feedback

E. number of activities completed or increase in direct time

Correct Answer: E


Question 13:

What is a financial implication of churn?

A. loss of revenue

B. increased production

C. reduced product utilization

D. contract expansion

Correct Answer: A

Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/


Question 14:

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff

B. Provide the customer with a chargeable deployment service

C. Re-enforce the time to value of the solution

D. Give the customer a discount on a future purchase

Correct Answer: C


Question 15:

Which definition of customer success is true?

A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Correct Answer: B

Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/


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